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Emphasizing Empathy: Communicating with Passion, Compassion and Concern
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When: April 24, 2019
See details section.
Where: Hilton Minneapolis/St. Paul Airport Mall of America
3800 American Blvd E
Bloomington, Minnesota  55425
United States
Contact: Gayle Karol, Marketing & Event Coordinator

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REMA Finance Managers pre-conference
Emphasizing Empathy: Communicating with Passion, Compassion and Concern

April 24, 2019  (W  9:30-4pm)

Hilton Minneapolis/St. Paul Airport Mall of America, Bloomington­­­­­

This course is also being offered on May 7, 2019 in Duluth as a Office Support Professionals Conference pre-conference.
Click here to register.

Other pre-conference sessions:
Human Resources Network, Wed. April 24, 9-4
NISC ABS User Group, Wed. April 24, 1-4

Who Should Attend

HR/Office Managers, Member Service Representatives, Billing and Accounting Clerks, Administrative Assistants, Receptionists, Customer Service Representatives, Operations Assistants - open and applicable to all cooperative staff


Course Outcomes


This full day empathy skills course will:

·        Introduce the value of empathy as a core competency of emotional intelligence (EQ).

·        Offer techniques for incorporating self-awareness and empathetic listening into daily communication.

·        Provide a thorough examination of four core communication styles.

·        Suggest techniques for communicating with people with different style preferences.

·        Explain what empathetic body language looks like.

·        Provide tactics for using EQ to connect with difficult customers, colleagues, and clients.

Course Overview


At one point or another, almost all of us have had the experience of interacting with people who have less emotional intelligence than C3PO and R2D2. Although they are technically accurate, their lack of concern leaves us unsatisfied and unhappy with the interaction. This training course is designed for those who must communicate empathy as part of their jobs, regardless of their personal feelings about others, the number of times they have heard the “same story,” or the experiences they have previously had. It is ideally suited for those in customer service or customer care positions.


Program Objectives: At this program’s conclusion, participants should be able to:


·        Explain why EQ is an important and necessary skill set.

·        Establish how adapting to different communication styles can positively impact empathy.

·        Demonstrate how to adjust their styles to work in a more empathic way with people with different styles.

·        Describe how tone of voice, pacing, and other verbal and non-verbal cues impact a customer’s experience.

·        Demonstrate impulse control and use reflective listening as proven techniques for managing challenging interactions.

·        Show compassion for disheartened, confused, and disgruntled customers.

·        Develop an action plan to improve their EQ and relationship skills.

Workshop Outline

Walk in My Shoes: Understanding the Importance of Empathy

This training begins with a discussion about emotional intelligence: what it is, why it’s important, and how you know when it’s happening.  Next, participants will complete an emotional intelligence skills assessment to get a baseline assessment of their ability to read, recognize and respond in a way that is empathize to others’ feelings and concerns.

Name That Feeling: Recognizing Emotions

The next part of the course focuses on four core emotions and how to recognize personal triggers.  Working through a series of activities, participants will practice feeling what emotions others feel.  Furthermore, they will learn the importance of being emotionally intelligent, mindful and present when trying to understand and decode emotions.

The Communication Jungle: Why Some People Are Better at Connecting

Everyone does not communicate in the same way, and knowing how to listen with empathy to different types of people is a practiced skill. Using Business Training Works’ signature diagnostic tool, The Communication Jungle, in this workshop segment, participants will identify their preferred communication style and those of others, including internal and external customers.  Then, armed with both self and social-awareness participants will discuss ways they can adjust their approach to show more empathy toward others.

Working with Others: How to Adapt 

During this part of the workshop, participants will look at group dynamics and how small changes and being flexible can influence how others act and react.  Examples include servicing the customer, difficult conversations, stress tolerance/management, and personal interactions.

Reading Body Language: Nonverbal Cues Explained

Sometimes what is said is not what is meant. This lesson reviews the importance of non-verbal communication signals and tactics for listening to non-verbal messages.  Participants will also learn how to use eye contact, gestures, and pacing to establish rapport and build trust nonverbally.

A Little Less Talk: A Model for Better Listening

This part of the course focuses on listening skills. Participants will learn how to focus on the speaker, confirm what is being said (or not said), and respond appropriately.

Challenging People: Communicating Compassion When There’s No Passion

Some people are easier to empathize with than others. This final part of the course focuses on demonstrating EQ and empathy when the going gets tough.  Participants will work through a series of real-world case studies to show what they’ve learned and practice their skills.


At the program’s conclusion, participants should have a clear understanding of how people prefer to communicate and how they can use EQ and empathy with a wide range of individuals. Participants will understand EQ and their natural inclination toward communicating, feeling empathy, and specific actions they can take to show others they identify with a range of positive feelings.


Speaker/Trainer Bio: Pamela Sumner is a gifted trainer, coach, and performance improvement consultant known for generating loyal client fans wherever she goes. Pamela’s non-traditional style is centered around becoming 'one' with the client's organization and immersing herself in their culture, workplace dynamics, business strategy, and competitive climate. She has an expertise in communication, customer service, leadership development, team building, and performance accountability initiatives.

Her extensive background spans over 25 years, in organizational development, training and facilitation experience, allowing her to contribute measurable and significant value to any audience.

She has a master’s degree, in human relations with an emphasis in business behaviors from the University of Oklahoma.  Pamela is a certified administer of a number of assessments including; DiSC, MBTI, MHS EQi-2.O, Hay EI-360. Her client list includes local and national organizations.

$389 MREA Education Program member price / $489 Non-Education Program price
(We apologize for the inadvertent price misprint in the March 20 eblast. The prices above are correct.)

Hilton Minneapolis/St. Paul Airport Mall of America, 3800 American Blvd. E., Bloomington, Minnesota 55425.
Call 952-854-2100 or 1-800-HILTONS and tell them you'd like the 'REMA Finance Managers Conference group rate'.
$145/night + tax. Room block expires March 24, 2019.

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